Avaya Agent Training Presentation
Avaya Agent Training Presentation
Avaya Agent Training Presentation
TRAINING
SINISA HANZEL – Sr. Advanced Solutions Architect
March 2017
Work Code
Call Work Code or Reason code
Agent can enter a string of digits during or after the call to mark reason for call and send the
digits to CMS for management reporting
Logoff
Reason for agent logout
SKILL LEVEL
Individual Agent expertise in same skill
Skill levels: 1-16
level 1 is the most qualified to answer a call to that skill
ACD
Automatic call distribution
VDN
– Extension number that enables calls to connect to a vector for processing
Vector
– A list of steps that process calls (announcements, wait-time , route-to)
Enhanced Security
– Provides enhanced security support with the option to store the agent passwords at a secured
location.
– Passwords can be stored in
– KeyChain for MAC OS X,
– Windows Credential Store for Windows,
– KeyRing or KWallet for Linux.
Improved Log Messages
– AAD provides improved log message formats for easier troubleshooting of application.
New Operating System
– Supports Mac OS Sierra 10.12
New Language
– Supports Korean as an additional UI language.
For VDI: the agents mostly use Headless and Collapsed modes.
For the Standalone CC client: the agents use Full UI mode.
Interface Mode Features
Full UI mode (always on top) • Full Agent control
• Telephony
• Features and media control
Headless mode (hide interface) • System tray icon
• Control from a Computer Telephony
Integration Application (CTI)
• Media control through headset
The agent status icons are on the left corner of the top bar with the corresponding agent status.
You can also view the agent status by right-clicking on the Avaya Agent for Desktop tray icon.
The top bar displays the name of the agent or the extension number with the corresponding system status.
ICON Agent State Description
Server Logged out Visible when there is a network connection issue.
Unreachable
Register Agent Logged out Visible if the agent is not logged in or have logged out of AAD.
Ready When the agent changes the status to Ready. Ready message means agent is ready to receive calls form ACD
ACW When either the agent or CM changes the status to After Call Work (ACW).
ACW Pending When the agent change the status to ACW during the call.
AUX When the agent changes the status to AUX. AUX message means agent is not ready to receive calls from ACD.
AUX Pending When the agent attempts to change the status to AUX during the call.
Offline When the agent changes the status to Offline. Offline message means agent has logged out from ACD service.
ACW Pending When the agent change the status to ACW during the call.
On new log into AAD, the system changes the agent state from Offline to the
default Auxiliary state. You must then change the agent state to Ready mode
in order to start receiving ACD calls.
– In the top bar, click the Agent State drop-down arrow.
– In the menu, click one of the following options and select the applicable reason code:
– After Call Work (ACW): To change the agent state for an after call work.
– Auxiliary (AUX): To change the agent state for an Aux-Work.
– Log Out: To change the status to the logout mode.
Using AAD, you can change the agent availability status and specify the
appropriate reason code.
The reason code represents the reason for not being at the workstation or for
not accepting the ACD call.
AAD supports the following three types of reason codes:
– After Call Work (ACW) also called Post Call Wrap-up (PCW)
– Auxiliary
– Log Out
– Work Code
1 Top Bar
2 Action Bar
Top Bar items: contains application controls, such as agent state, contact list,
call history, and volume control.
ICON Name Description
Agent State Display the agent state with reason code name and state timer. The state timer
indicates the total time spent in the current state
Station: Agent Displays the station number and agent extension that you use for AAD
extension numbers
Application name The name of the application. This field displays Avaya Agent for Desktop at all
times.
Contacts Displays or hides the contact list
Quality indicator Displays the network quality indicator for the current call.
Message waiting Displays the voice mailbox window with the list of read/unread voicemails. When new
indicator (MWI) voicemail arrives, the MWI turns red ( )
Action Bar items: contains the controls to handle the calls and to make call
transfers and conferences. The action bar also displays the active calls. The
maximum number of active calls that Avaya Agent for Desktop can display is
3.
ICON Name Description
Call text box The text box where you can type the destination number to make a
new call, a transfer or a conference call.
Active call cell As you make and receive calls, the action bar displays a cell for
every active call. Cell contains:
• Call control button: to drop call, create a transfer or conference)
• Contact Name or Call type: if cell displays a conference call, the system
displays Conference and number of participants
• Call timer: Displays the total time spent on the call
• Drop button
• Hold button
• Enable DTMF button: to send DTMF from a keyboard
Use the Contact List for viewing, adding, removing and editing contacts.
Use also contacts list to make calls, conferences or call transfers.
Filtering capabilities:
– Sorting the contacts in ascending or descending order, based on the contact details
– Selecting to display all the contacts, the favorite contacts, or the contacts marked for
Speed Dial
– Searching for a contact by name or by phone number
AAD works as a soft phone & handles calls in same manner as a desk phone.
Every active call has a cell in the action bar of the AAD user interface.
The active call cell contains the buttons to control that specific call.
– To answer an incoming call: click the Answer button in the ringing call cell.
– To put an active call on hold: click the Hold button in the active call cell. The Hold button
changes to Resume when the call is on hold. Click the Resume button to resume the call.
– To end a call: click the Drop button in the active call cell.
Step Making a call from Text Input Making a call using Speed Dial Making a call using Contact
List
1 On the Action Bar, text input field: On the Action Bar, click the Call Action In the Top Bar, click the
type the destination number. button next to the text input field. Contacts button. The system
displays the Contact List
window.
2 Press Enter. Move the cursor to the contact in the Click the Call Action button next
Speed Dial list. to the contact number.
3 You can also click the Call Action Select Call. Select Call.
button located on the left of the text
input field and select. New call after
you type the destination number.
You can make call transfers when you have an active call, as follows:
– Direct (Cold) Transfer: Transfer an active call to a contact in the contact center without
announcing the transfer
– Consultative (Hot) Transfer: Speak to the contact before transferring the call
Step Transferring using Contact List Transferring using Speed Dial Transferring using text input field
1 In the top bar, click the Contacts In the active call cell, click the Call Type the destination number.
button. The system displays the Action button next to the text input field.
Contact List window.
2 Click the Call Action button next to Move the cursor to the contact in the Click the Call Action.
the contact number. Speed Dial list.
You can create conferences when you have an active call, as follows:
– Direct Transfer: to add the participants to the conference call without speaking to the participants.
– Consultative transfer: to speak to the participants before adding the participants to conference call.
– To control the conference:
– Drop (Drops the conference).
– Hold (Toggles between Puts (Places) active conference on hold or Return (Retrieves) to the conference on
hold).
Step Conferencing using text input field Conferencing using Contact List Conferencing using Speed Dial
1 Type the contact number to add to the In the top bar, click the Contacts icon. Click the Call Action.
conference.
2 Click the Call Action button. In the Contact List, move the cursor to Select a Contact from the Speed dial list.
the number you must add.
3 Select Conference with. Click the Call Action button. Select Select Conference with.
Transfer to.
An alternative to using the keyboard for entering phone numbers in the text
input field.
Provides quick access to other features, such as redial, changing the agent
state, changing the ready mode, and releasing the call.
– In the top bar, click the DialPad button.
– Click the dial pad buttons to form the number in the text input box.
– (Optional) Click Redial to dial the last called number.
– Click Enter.
– Note: If you use the dial pad to enter a number for a call transfer or for adding a number
to a conference, click the Call Action icon in the action bar and select Transfer or
Conference.
(Optional) Click Feature Buttons to display other features of the dial pad, such
as:
– Manual In: to accept ACD calls when you release a live call
– Auto In: to change the agent state to Ready after you release the call
– AfterCall: to change the agent state to ACW
– AuxWork: to change the agent state to Aux
– Work Code: to add reason for active call
– Release: to release an active call
– last-numb: to dial the last called number
– normal: to place the station display into normal call identification mode.
– To close the Dialpad window, click the X button located in the top right corner.
– Conference.
Step Viewing Call History Making Call from Call History Removing an Entry from Call History
1 In the top bar, click the History In the top bar, click the History In the top bar, click the History button.
button. button.
2 To sort the call history entries in In the Calls History window, move In the Calls History window, select the
ascending or descending order, the cursor to the phone number of entries to delete.
click the table header that the contact.
corresponds to the sorting criterion.
3 To display the call history entries Click the Call Action button and Perform one of the following actions:
from a relative time period, click the select Call. • Right-click the entry and select
Today field and select one of the Delete.
following options: Today, • In the bottom left corner of the Calls
Yesterday, This Week, This History window, click the bin icon and
Month, All select Remove selected.
AAD system displays the Message Waiting Indicator (MWI) as a button in the
top bar of the main window. When you click the MWI button, the system dials
the voice mailbox number configured for the host agent. Also, when a new
voice mail arrives, the message waiting indicator turns red. Using MWI, you
can:
– Set up the voice mailbox.
– Listen to a voice mail.
– Send a voice mail.
– Delete a voice mail.
To perform these actions, you must click the message waiting indicator button
and follow the IVR instructions.
Note: When you request to listen to the voice mails, the Avaya Agent for
Desktop system plays the latest mail first.
HIDDEN AGENT
Type Extension number: 61110XX
Choose Coaching
Start listening
COACHING
Press green button -> Switch to Listen-talk Mode
Start Coaching
STATS:
- Choose Configuration -> Stats Console
Hidden Agent
Coaching
Stats